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Manager of Enterprise Application Support

Worldwide Express

Dallas, TX, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Industry: Cloud Business Apps
  • Post Date: 08/03/2022
  • Website: wwex.com
  • Company Address: 2323 Victory Ave., Suite 1600, Dallas, Texas 75201, US

About Worldwide Express

Worldwide Express is a top-rated third-party logistics company, helping more than 92,000 small to medium-sized businesses ship smarter.

Job Description

PURPOSE
 

The Manager of Enterprise Application Support - leads a team of Technical Support Specialists that maintains technology solutions and customer-facing systems. The position collaborates with peers and partners to shape the tools, processes, and procedures that will deliver quality products, experiences, and exceptional customer service for transportation management and logistics applications. Team responsibilities include execution of SpeedShip application support, SpeedShip incident management, 0ffice 365 support, working as liaisons between tech and business, and EDI carrier support.
 

ESSENTIAL DUTIES & RESPONSIBILITIES

  • Manage and lead a team of Technical Support Specialists
  • Manage, understand, and support the Company’s proprietary and 3rd party systems
  • Respond to inquiries in a timely manner, according to procedure and protocol
  • Ensure that problems are properly handled to include redirecting and escalating issues timely and properly
  • Handle escalations from the other teams and peers
  • Understand EDI intake for unprocessed files, errors, and anomalies
  • Troubleshoot hardware and software issues
  • Train users on proprietary systems and internal processes

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

  • Leading/Managing a team, preferably a team of Technical Support Specialists
  • Adaptability
  • Attention to Detail
  • Collaboration
  • Communication skills, both verbal and written
  • Discernment/Judgment
  • Planning & Organization/Time Management
  • Problem Solving
  • Logistics Experience
  • MS Office: Excel, Word, Outlook

IDEAL KNOWLEDGE, SKILLS, ABILITIES AND/OR EXPOSURE

  • Knowledge of EDI
  • Exceptional Communication and Collaboration Skills
  • Agile SAFe
  • NIST 800-53

QUALIFICATIONS:

  • Bachelor’s Degree or equivalent applicable experience
  • 5+ years managing and leading a team.

Other details

  • Job Family IT
  • Pay Type Salary